Client Trainer & Help Desk Supervisor

Modern Office Methods•Columbus, OH

About The Position

Responsible for activities designed to increase client satisfaction levels and increase market share for the company by performing the following duties.

Requirements

Proficient computer skills, Windows and Apple operating systems, Microsoft Office Suite, and instructional software.
Mustmaintaina good working knowledge of all equipment the company sells.
Ability to read and interpret documents such as safety rules,operatingand maintenance instructions, and procedure manuals.
Ability towriteroutine reports and correspondence.
Ability to speak effectively before groups of customers or employees oforganization.
The ability to be flexible but organized will be beneficial in day-to-day operations.
High school diploma or GED, or equivalent years of experience; or one to three months related experience and/or training; or equivalent combination of education and experience.
Current driver's license.
Access to vehicle for job travel between company branches and customer sites.
Valid certificate of insurance with the minimum liability requirements set forth by the company.
Maintain andacquirefurther training and certification asrequired.

Responsibilities

Work with the sales rep, operations, and help desk to schedule client training appointments as needed throughout the month.
Drive your personal vehicle toscheduledclient training appointments throughout a multi-state territory.
Facilitate training for clients before, during, and after they enter into an agreement with the company for office systems and related services.
Displays ordemonstratesproduct, using samples orcatalog, and emphasizes salable features.
Instruct employees or purchasers in use of the system.
Create instructional material, handouts, and PowerPoint Presentations to aid in the training of equipment and software.
Assistsnetworkengineerwith installation of multifunctional networkproductsas necessary.
Support the software applications associated with our products. Client trainers should fully understand the applications and support both the sales representatives and our clients.
Perform periodic training for the sales teamatthe direction of management. This could include, but is not limited to, software applications, new products,special features, etc.
Investigates and resolves client problems.
Attend trade shows and company sales meetings.
Other duties as assigned.
Lead Client Training Team members
Day-to-day guidance and best practices
Manage Client Trainer schedules based on
Logistics efficiency
Team workload
Account Size
Account Familiarity
Technical Familiarity
Develop / Measure / Monitor training staff's KPI
Train new Trainers hired
Establish ongoing Technical Knowledge/Educational standards
Oversight of "Call Flow" for all inbound calls to Trainer / DSE / Service teams.
Review incoming Site Surveys and develop strategies to enhance the accuracy and efficiency of the site survey process
Manage Help Desk call flow / responsibilities as seen fit
Ensure Vision Center has proper training for call dispatch accuracy
Develop KPI's around call accuracy for continuous improvement of efficiency and effectiveness